They do sometimes. I spoke with Justin (author) in their helpdesk, he assured me that they are aware of the situation, doing everything to fix the lagging and downtime issues with highest priority, even paused the rollout of new features - but it was 2-3 months ago, and everything is still the same. I don’t understand why they don’t refund at least some percentage of the payments, this wouldn’t be a big loss for them, but would at least show their users that they do care, and it all would feel at least not that much annoying for us.
Most of the times they just keep silence, probably just have nothing new to say.
They managed to build a great support system for Envato authors, but seems they’re having a hard time maintaining it…
We still hope they will resolve things. But we prepared a different helpdesk and will switch if we experience another downtime of 1-2 days.